We wanted to stay at a Bear hotel – just not one 50 miles away

A couple celebrating their 40th wedding anniversary encountered significant issues when booking a stay at the Bear hotel in Crickhowell, Wales, through the website Super.com. Despite receiving a confirmation email that specified their reservation at the Crickhowell location, the couple discovered upon calling the hotel that their booking had actually been made at the Bear hotel in Cowbridge, which is approximately 50 miles away from their intended destination. This mix-up not only caused frustration but also raised concerns about the reliability of the booking service, as the couple had expected to enjoy their special occasion in the intended location. Upon realizing the mistake, they sought clarification and assistance from Super.com, only to find that the company maintained that the booking was non-refundable and refused to issue a refund for the error. Furthermore, their attempts to communicate the situation and provide evidence of the mistake were met with silence from Super.com, exacerbating their dissatisfaction with the service provided.

The situation took a turn when the couple, after persistent follow-ups, eventually received a refund from Super.com, although it came without any apology or acknowledgment of the error. This experience highlights the potential pitfalls of using online booking platforms, as discrepancies in reservations can lead to significant inconveniences for travelers. While Cowbridge may be an appealing location in its own right, the couple's disappointment stemmed from the fact that it was not their desired destination for their anniversary celebration. The incident serves as a cautionary tale for others using similar services, emphasizing the importance of verifying bookings directly with hotels and being aware of the terms and conditions associated with online reservations. The couple's experience also raises questions about customer service practices within the travel industry and the need for accountability when errors occur.